Overview

Reports To: Director of Visitor Services

Classification: Full-Time | Non-Exempt

Salary & Benefits: $20.00 per hour. The Center offers a competitive benefits package that includes medical, dental, vision, 401k with employer contribution, voluntary life, short-term, and long-term disability insurance, paid parental, family care, and gender affirming healthcare leave. We also offer a generous paid time off policy.

Schedule: Schedule flexibility required, including weekdays, evenings until midnight and/or weekends. 

Summary: The Information and Referral (I&R) Specialist supports the daily operation of The Center, ensuring a peaceful, safe and friendly environment at all times. I&R staff greet Center visitors, troubleshoot events, answer questions, provide referrals, investigate situations and resolve conflicts through de-escalation. Please note that this position will be in-person.

Essential Duties and Responsibilities: 

  • Greet and welcome all Center visitors, providing telephone and online chat reception when needed.
  • Ensure COVID-19 safety protocols are followed, including face-coverings and social distancing.
  • Post and be familiar with the daily calendar of events in order to direct visitors to the appropriate locations.
  • Be familiar with all Center-produced activities, user groups and referral resources in order to answer questions and make referrals to visitors.
  • Direct deliveries to the appropriate recipients in the building. 
  • Oversee the David Bohnett Cyber Center, processing payments and troubleshooting issues when appropriate.
  • Receive and process in-person meeting and space rental payments according to the procedure. 
  • Maintain the supply of Center publications at the front desk and in the displays, and be familiar with their contents in order to answer questions from the public.
  • Maintain bulletin boards and literature racks throughout the building.
  • Maintain lost-and-found.
  • Respond to information requests via email or online chat, or forward to the appropriate staff person.
  • Enforce Center Code of Conduct; engage visitors in violation to modify behavior and/or leave the building. 
  • Refuse admittance to any person who is known to be prohibited from entering the building.
  • Remain alert at all times; engage with visitors proactively, when needed.
  • Respond to requests for assistance from Center staff and users.
  • Perform regular building tours to assess activity, traffic and safety conditions.
  • Perform building open and close/safety shutdown.
  • Report immediately any unsafe conditions observed or reported. Close affected areas, if necessary.
  • Prepare internal incident reports about any unusual problems or occurrences.
  • Call for assistance in the event of a difficult situation; engage support (i.e. NYPD) if necessary. I&R staff do not confront a difficult person or situation physically.
  • Attend biweekly I&R staff meetings.
  • Other duties as assigned, including assisting office staff with projects.

Position Requirements:

  • Two (2) to three (3) years of relevant experience, including both customer service and security/space management.
  • Excellent customer service and interpersonal skills; ability to work effectively with a wide range of people.
  • Ability to adapt to circumstances in a sometimes high-pressure environment.
  • Prior de-escalation and/or conflict resolution training and experience are highly desired.
  • Exhibit a friendly, helpful disposition and demeanor.
  • Demonstrate sound judgment and critical thinking skills.
  • Excellent verbal and written communication skills.
  • Knowledge of, and sensitivity to, LGBT communities, issues and resources required.
  • A strong commitment to the mission of The Lesbian, Gay, Bisexual and Transgender Community Center.

The Center’s Commitment to Equity & Inclusivity:

The Center was born of community activism in response to the AIDS epidemic, ensuring a place for LGBTQ people to access information, care, and support that they were not receiving elsewhere. We opened in 1983 to help people who had doors constantly closed in their faces, ostracized by family, friends, and shunned by the general society. Since that time, we have continually provided a wide array of services and programs to serve our community, with an intentional focus on providing support to those who are most vulnerable. We have always taken great care to be a space that responds to community need; engaging in diversity, equity and inclusion work is another outgrowth of those ongoing efforts. We recognize that in order to help LGBTQ individuals and our diverse community achieve parity in health, justice, opportunity and success outcomes, our organization must hold a strong foundation and competency in, as well as invest organizational focus on, equity and inclusion frameworks, practices and policies. This is also true in our hiring and retention of staff.

The Center is an Equal Opportunity Employer.

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